Are you running a contact center that's built for the e-business era? Is your technology up to date? Is your workforce motivated and managed properly? SearchCRM.com has a series of articles designed to help you set your contact center strategy, better service your customers and make the most of your interactions with them.

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VoIP being talked up in contact centers Voice over Internet Protocol (VoIP) has yet to make a huge splash in the contact center, but those who have invested in the technology are seeing benefits. And analysts say it won't be long before others follow suit.

Is the call center dead? No, it's not time to lock the doors to the your call center. But, with so many contact channels, some analysts say it's time to turn your center into a "customer interaction hub."

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